THE IMPACT OF SERVICE USERS’ SATISFACTION ON FINANCIAL PERFORMANCE OF HOTEL ENTERPRISES

  • Danijela Andjelković University Union "Nikola Tesla", Belgrade,Faculty of Entrepreneurial Business, Belgrade
  • Milan Vujić High Technology School of Vocational Studies – Аrandjelovac
Keywords: hotel service users, service quality, satisfaction, loyalty, financial performance

Abstract

The purpose of this study is to explore the relationship between hotel service users’ satisfaction and financial performance of hotel enterprises. There is an intention to determine empirically the direction or the course of researched relation of these two variables. The empirical research included 420 respondents from 15 hotels in Serbia as well as 8 hotels belonging to the European Union countries. The survey was conducted in 2017. The research results were obtained by using the Statistical Package for Social Sciences - SPSS 20. It was determined that the input for output creation emerges from interaction with of hotel service users which are seen as partners from the enterprise's standpoint. Therefore, the satisfaction represents an important guideline for financial performance of hotel enterprises as well as for multiplication factor of tourism development.

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Published
2019-06-01
How to Cite
Andjelković, D., & Vujić, M. (2019). THE IMPACT OF SERVICE USERS’ SATISFACTION ON FINANCIAL PERFORMANCE OF HOTEL ENTERPRISES. Tourism International Scientific Conference Vrnjačka Banja - TISC, 4(1), 414-431. Retrieved from https://www.tisc.rs/proceedings/index.php/hitmc/article/view/264